Proceedings of the 5th International Conference on Economic Management and Model Engineering, ICEMME 2023, November 17–19, 2023, Beijing, China

Research Article

Research on Service Quality Risk Evaluation Method

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  • @INPROCEEDINGS{10.4108/eai.17-11-2023.2342680,
        author={Huali  Cai and Ruixue  Jiang and Licheng  Xu and Dong  Zhang and Xinxin  Zheng and Liying  Wang and Pengpeng  Zhou},
        title={Research on Service Quality Risk Evaluation Method},
        proceedings={Proceedings of the 5th International Conference on Economic Management and Model Engineering, ICEMME 2023, November 17--19, 2023, Beijing, China},
        publisher={EAI},
        proceedings_a={ICEMME},
        year={2024},
        month={2},
        keywords={service quality; risk evaluation; service blueprint},
        doi={10.4108/eai.17-11-2023.2342680}
    }
    
  • Huali Cai
    Ruixue Jiang
    Licheng Xu
    Dong Zhang
    Xinxin Zheng
    Liying Wang
    Pengpeng Zhou
    Year: 2024
    Research on Service Quality Risk Evaluation Method
    ICEMME
    EAI
    DOI: 10.4108/eai.17-11-2023.2342680
Huali Cai1,*, Ruixue Jiang2, Licheng Xu1, Dong Zhang1, Xinxin Zheng3, Liying Wang1, Pengpeng Zhou1
  • 1: China Academy of Civil Aviation Science and Technology
  • 2: North China University of Technology
  • 3: China Quality Certification Center,
*Contact email: 583451349@qq.com

Abstract

China has entered the service economy era, the people's expectations for service quality is higher and higher. Unlike the manufacturing industry, the process of service production is accompanied by the customer experience process, the quality of service is generally measured by the customer experience. Service quality risk management is a concept of identifying service problems in advance, which considers and eliminates the service quality risks, changes passive to active. There are many kinds of risk evaluation methods commonly used in manufacturing, but most of them are not suitable for the service industry. This study identifies the source of service quality risk information from the customer experience process, determines the service quality factors and customer perception indexes (customer dissatisfaction rate, customer comment volume, customer complaint volume, customer reporting volume), quantitatively calculates these indexes, and forms a method for service quality risk evaluation. Through calculation, the method is applicable to many industries.